Wag Hotels, San Francisco CA

I have not needed their services yet, but they had a cute Halloween party for dogs. The place was clean and the staff was very friendly.

Stay away from this business if you care about your dog. Every bad review you read is legit and true. Don't bring your fur baby here.

Our pet dog stayed 2 nights. We paid for the best room, with camera, with daily walks included. Our white haired dog, who is only 8lbs, was soaked in dog urine so bad her hair is stained. Her 2 toys that we brought with her are stained with urine and ruined.

I dont know what the staff is doing at this place but they are not caring for animals and they do not clean up the urine.

The room camera did not work for us. We called multiple times but no camera link was given. We called and could not get through to the store. We left messages and talked to the 888 number customer service. Customer service tried to call the store and they couldn't even get a response from the store.

Be afraid to leave your pet here.

Me and my husband left our German Shepherd (Otto) at Wag Hotel a few times and every time something weird or off has happened.
The first time, I have to admit they redeemed themselves from it, they put Otto on special care without telling us and charged us for the whole 2 weeks that he was there. We called to ask if he was behaving ok and we got a positive answer every time and absolutely no comment about him being in special care because he gets overstimulated. We complaint through email about this and they refunded us from that which we appreciated.
After that we left Otto at Wag Hotels a couple more times and have to say, we HAVE NO IDEA of the treatment Otto is getting. I am pretty sure the staff is nice to him, but I have no idea if he really goes out enough and every time I ask I get different responses like (“he goes out 3 times a day for 20mins. ” “he goes out two times a day for 1 hour each time” always a different message), if he gets the extra strolls we pay for or not, or if he is eating well or not, you know NOTHING about your dog while he is there. They don’t send pictures daily as they say nor do they provide realistic feedback when you call. Otto loves boarding and daycare, but this is the only place I’ve seen him cry when I leave. We changed boarding and daycare because we can not leave him here.

So have used this service when it first opened and more recently and it has suffered a steep decline. There are no qualifications required to work here and there is no training. It does not seem they are a very good employer. Have heard of peoples dogs getting hurt. I only use daycare and the camera link never works, I always have to call or email to get ahold of the link to watch. They also inconsistently engage with the dogs. Overall it’s a great idea but requires better execution, I do not blame the staff at all they are doing the best they can with very limited investment it seems. And for the prices we pay I imagine they could invest more in pay and better working conditions.

My biggest pet peeve is you cannot call the front desk directly it’s all routed through a central number. Too scaled!

My nightmarish experience at the San Francisco WAG Hotel with my Shiba Inu was nothing short of an abomination, and I'm absolutely appalled by the sheer incompetence and neglect that we encountered. Despite the glaring warnings in an scathing SF Chronicle article, I naively gave them a chance, and it quickly became a nightmarish circus. Here's an excruciatingly detailed account of the horrors that unfolded:

We checked in at WAG Hotel at 9 am on a Saturday, holding on to a sliver of hope for a decent stay.

Vomit Aplenty: By 1 pm, our poor dog had already thrown up in her room, a discovery we made only through random surveillance camera checks. Foolishly, we assumed the staff would eventually attend to it during their routine care duties.

Gross Negligence: Shockingly, five agonizing hours later, the vomit still lay untouched. We called the front desk, requesting for them to clean up the mess and, at the very least, feed our pup as she just barfed her meal. They did bring food, but the wretched pool of vomit persisted, right next to her newly added food bowl.

Empty Assurances: We had shelled out for special playtime and scheduled pee/poop breaks for our dog between 6-7 pm, yet these promises turned out to be nothing more than empty promises. As we checked on the camera randomly during dinner time, there was absolutely no sign of any cleanup, walks, or playtime for our suffering dog.

Neglect Continues: Fast forward to 8: 30 pm, and our dog had endured a gut-wrenching 13-hour stretch without a break. After our umpteenth call to the hotel, we were once again promised "immediate action. "

Service Abyss: No matter how often we monitored the situation, we received zero playtime, walks, or even the peanut butter Kong we had paid for. Our dog languished, her needs and well-being completely disregarded.

Rough Treatment: When staff finally deigned to clean up the vomit, their rough handling of our dog was downright shocking. They whisked her away from the room after the cleanup, only to return her without a walk or any semblance of care. We were watching the camera as this happened as we were on the call with the responsible receptionist.

Fed up with the charade, we decided to rescue our dog ourselves, a process that took a painful 30 minutes. The receptionist's offer of fee waivers felt like a slap in the face at that point.

As we left the hotel, our dog couldn't contain her excitement and immediately relieved herself (pee+poop) on the sidewalk. It was a stark contrast to the 12-hour ordeal she had endured within those dismal walls, a testament to how utterly neglected she had been.

I wouldn't wish this dreadful experience on any dog owner. The staff, with the glaring exception of the receptionist, displayed a level of ineptitude and indifference that's difficult to comprehend.

In summary, the WAG Hotel in San Francisco should be avoided at all costs unless you're willing to expose your beloved pet to a grotesque level of neglect, incompetence, and a profound absence of care. Our dog's exuberant reaction upon seeing us again was a stark reminder of the misery she endured during our ill-fated stay.

Refer to the attached photo for said vomit that sat there for 8 hours.

I've sent my dog to Wag for the past 6 months. With all the recent news of malpractice, I felt compelled to pause his visits to Wag until they communicate a plan to improve their services. I have sent 4 emails at this point requesting a refund for my very recent purchase due to these circumstances. All of my emails have been ignored, calls have been ignored, and I'm now escalating to my credit card company. It's not a good look for them to continue to display such a lack of respect and abysmal customer service during this time.

The worst place. Read the SF chronicle article before you even consider bringing your dog here.

Staff was exceptional, helped me get my friends' dog ready to fly and showed great care for all of the other guests there. Highly recommended.

For the Love of Dog, STAY AWAY!

My Golden Retriever attended day care here a few times. Day Care is indoors, in a room packed full with other dogs, with few staff, and nothing to do.

We quickly transitioned to Pet Camp for daycare — an impressive facility with 1 indoor and 2 outdoor yards and a team of pet care counselors that clearly care!

I've only used their spa services and so far, my experiences were great. The lobby is clean and spacious with a good assortment of merchandise. The menu for spa services is straightforward and reasonably priced. I appreciate that they sent me photos and a quick update on how the service is going. Both my pugs seemed pretty happy and comfortable after their bath and their groomer, Vika, was very friendly.

Simply the worst. The SF chronicle article is bang-on. This chain is bad news. They are understaffed and incapable of keeping up with the service they claim to provide. We have plenty of horror stories of our own pup staying with Wag over the years, though thankfully nothing like what some others have experienced. While we’d never ever send another dog to Wag as long as we live, that’s not enough. Other dog parents need to know that any other option on the table is better than trusting Wag. Too many scares, too much negligence. They price and present like a premium dog boarding and daycare facility, but it’s a facade. It’s amateur. It’s an animal rights violation.

Don't board your beloved pets here. I boarded my dogs here throughout the years, and upon pick up I was always greeted by malnourished dehydrated looking dogs. At one point I had boarded my dogs here for about three weeks due to moving residences, and my dogs were so skinny and starved looking upon pick up, I had wondered if they even attempted to give them any of their kibble I had provided. I checked in daily to make sure they were eating, and I was always reassured that my two dogs were eating and happy. They had lost at least 15 lbs during their stay at Wag so I doubt they were being fed consistently. Learn from my mistake and do your research and find a good, caring place to board your animals.

I want to be honest that I noticed issues with WAG in 2022. Similar to the stories in the press, my dog was soaked in urine when I picked him up and was even misplaced one time (he was eventually found).

My experience since has been positive as WAG has taken measures to improve their service. I will still take my dog here when needed as the service recently has been good.

Good services with flexible pick up and drop off. Our dog prefers being here for the day to being alone. Boarding care is good too. I just wish they had more available customer service over the phone. It’s frustrating that you can’t easily speak to someone.

Wag hotel is a very nice place. You can purchase items for your dog. There is a day spa. Free coffee for your brief wait. Clean entrance and lobby. There is a drop off area out front. Wag will send a picture of your pets status and a simple comment about your pets day. Pretty easy care free process. Helpful staff. Across the street from Best Buy. Animal Rescue is in the immediate area. Grocery store close by in case you need to stop and grab food for your furbaby before dropping them off for daycare. Wag has provided free days which helped tremendously. Prices are reasonably set. I am happy with Wag Hotel San Francisco.

Wonderful staff that communicates a ton, great facility, tons of daycare, grooming and boarding options. Highly recommended!

I want to preface this by saying using Wag for my dog for daycare has been a godsend. With the 10-pack they are flexible with drop-off/pick-up times, which is such a relief given my unpredictable shift based job. Everyone there also seems to be very pleasant.

The reason for 4 stars is due to a couple of the front desk staff who do their jobs painfully slow. I’ve been there enough now to know how the check in procedure works. On average, it takes about 5 minutes from walking in the door to getting my dog taken back by one of the handlers and can fluctuate given how many people are in front of you. Completely understandable. However, if I come in and see one of these two women sitting there, I begin to make preparations for potentially being late for work. I don’t know if the usual excuse of the computer being slow is true, but it doesn’t seem to happen to any other staff. I also often have to remind them to radio back for a handler otherwise I end up standing there for an indefinite amount of time. It’s gotten to the point where I try to track their work schedule so that if I have to drop off on a day they might be working, I aim to budget for 25-30 min in my morning just to drop off my dog. I also tend to drop off super early (like around 6am) when no other clients are there and I still end up being there for 20 min.

As an example, this morning I came in for drop off, saw her sitting there and tried my best to get the other front desk person. Unfortunately I wasn’t able to since they were helping someone else. From the start of my check in process with this particular staff, the other one was able to check in and bring back 4 other Wag clients. I then stood there waiting for handler pickup which she seemed to have forgotten to call in. I reminded her about radioing in and was brushed off. Eventually when a handler came to take the dog that came in 15-20 min after me, the owner was kind enough to redirect to me so I could leave for work. It’s so frustrating because I really want to be understanding. I’m not looking to get her reprimanded, but it would be really great if someone could train her again or supervise until the pace is more predictable/acceptable.

Once again, love using Wag! Almost everyone there has been great! It’s just these two that really throw a wrench into my day.